Company

Federal Reserve Bank of MinneapolisThe Federal Reserve Bank of Minneapolis is seeking a customer centric individual to join the Treasury Services team as an Operations Analyst II.

Treasury Services core responsibility is providing service to the general public for any inquiries or requests related to Retail Savings Bonds.

In this role, you will be tasked with providing subject matter expertise and support to the Treasury Services contact center. A sample of duties include researching and answering complex issues related to retail savings bonds, proposing and driving process efficiencies, aiding in driving quality assurance, mentoring, and implementing procedure changes.

This position provides support for the Treasury fiscal agency functions, selected candidate must be a US Citizen or a permanent resident with a minimum of three (3) years of residency in the US.

Responsibilities:

• Responsible for playing a key role in the operation by offering up your subject matter expertise to your peers and leaders.

• Vet, propose, and implement process efficiencies to enhance the employee and customer experience.

• Complete quality assurance activities such as listening to and scoring contact center calls.

• Provide coaching and mentoring to new and existing contact center agents.

• Utilize and analyze data to determine trends and potential mitigation efforts.

• Interact effectively with the public by utilizing strong customer service skills and driving the right outcomes.

• Apply critical thinking by independently responding to and resolving routine to complex technical customer requests received via multiple channels while using a variety of applications, tools, databases and other resources.

• May also resolve some technical issues based on scope and severity.

• Ensures strict adherence and compliance to all controls, regulations, guidelines and procedures.

• Maintains advanced business expertise and the ability to adapt to changing technology, processes, procedures and controls.

• Establishes and maintains accurate digital records and reviews forms, legal evidence, retail securities, and other documentation to ensure accuracy and completion of processes, transaction details and payments.

• Recommends and documents operational improvements and/or procedural changes and identifies associated operational impacts.

• May participate in efforts to implement operational changes.

• May assist in the storage, retrieval, review and destruction of records and assist with maintaining and updating business and procedural documentation and databases.

Qualifications:

• Bachelor s degree in business, accounting or related field, or equivalent combination of education and experience.

• Minimum 5 years related experience is required.

• Proficiency using Microsoft Office applications is required.

• Ability to interface with customers and resolve issues, follow and explain operating policies and procedures and achieve service levels while meeting high productivity and quality standards.

• Ability to adjust quickly to changing technologies and responsibilities in a dynamic, fast paced environment.

• Proficient computer skills including, but not limited to data entry and ability to navigate within multiple applications concurrently. Experience with Microsoft Office applications, Internet and web-based applications, e-mail systems, etc.

• Strong skills in some or all of the following areas: problem solving, adaptability and flexibility, attention to detail, interpersonal, verbal and written communications including active listening, and time management.

• This position provides support for the Treasury fiscal agency functions, is risk rated MEDIUM, and as such requires the incumbent be a U.S. citizen or lawful permanent resident alien with at least three years of legal residency in any visa category.

Our total rewards program offers benefits that are the best fit for you at every stage of your career:

• Comprehensive healthcare options (Medical, Dental, and Vision)

• 401(k) match, and a fully funded pension plan

• Paid time off and holidays.

• Free public transportation passes.

• Annual educational assistance

• On-site fitness facility

• Professional development programs, training, and conferences

• And more…

The Minneapolis Fed is committed to developing a diverse workforce and providing an inclusive environment where all employees are respected and valued. We believe that we can foster development opportunities for all and reach our full potential by recognizing the unique experiences and identities of each of our colleagues. From economists to cash specialists, we work together to represent you in our economy.

Additional Information:

*The Bank believes in flexibility to balance the demands of work and life while also recognizing the necessity of connecting and collaborating with our colleagues in person. Onsite work is an essential function of this position, and you are expected to be in the office 3 days per week for meetings and team collaboration.

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

No

Job Category

Operations

Work Shift

First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

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